Hellen Michell Lara Munca

2503965

Workshop 2:

Customer Service

English

Teacher:

Carlos Guerra

Centro de Servicios Financieros- CSF

2022
 INTERACTING AT THE WORKPLACE
(PRODUCTS AND SERVICES/STAFF/RESOURCES)

This workshop attempts to help you improve your basic interaction with others at your
workplace, sharing personal information, identifying formal and informal communication, and
asking and giving information on phone calls, describing the office, your coworkers and you
will learn about customer service and how to interact with others at your workplace.

Objective: From the development of these activities, you will be able to interact with others
at your workplace.

1. Work in pairs and discuss the following questions:

★ Think of a company you know and describe it (location, facilities, departments)

The popular bank has different offices in the departments of Cundinamarca

Antioquia, Valle Atl·ntico, Bolivar Cordoba, Tolima Huila, Caldas among others.

★ What kind of company is it? What products, services do they offer there?

Banco Popular is a Colombian financial entity belonging to the Aval Actions and
Securities Group, with its headquarters in the city of Bogot·. The products of the
popular bank are current account training product, commercial support, electronic
banking, placement products.

★ What services/facilities/products can you highlight from this company?

The popular bank carries out promotions in jumbo and metro by acquiring the
express credit card, international locker etc.

★ Share the information with the rest of the class.

2. Skills Practice: Do the following activities to practice the learnt vocabulary and English
structures

2.1. Listening: talking about your company in English

Before listening, identify the following vocabulary (look up the meaning of the words and
write some examples).

Company Merchandise Advertising

Manufacture Design Campaigns
Develop Sell Major/Players
Industry Represent Rated
Field Distribute Serve
Produce Reputation Small/Medium-Sized
 OEM Awards Retailer
Market Distinctions Equipment
Branded Known for

1. Company: Entity in which capital and labor are involved as factors of production of
industrial or commercial activities or for the provision of services.
Examples: Travel agency, banks, supermarkets, hairdressers.
2. Manufacture: Make a product from the combination of its components, especially in
series and by mechanical means.
Examples: Capital consumption products and materials and supplies.
3. Develop: Take place or happen a thing in a certain way.
Example: The meeting was held normally.
4. Industry Field: Industrial agriculture is that agriculture that focuses on the mass
production of products made for the satisfaction of people and carries a high level of
technification and needs a high investment of capital, energy and other
resources.
Examples: an orchard, a cereal steppe
5. Produce OEM: OEM stands for Original Equipment Manufacturer and refers to
companies such as TSMC that manufacture products for other companies
Example: Lenovo, HP, Dell or Acer that sell computers already assembled with the
components of other companies.
6. Market: Public place with shops or stalls where it is traded, especially with food and
other necessities.
Example: Import market, offer, food.
7. Branded: Signal that allows you to identify or distinguish something or to give some
information about it.
Examples: Coca Cola, HP, Lenovo, Huawei, adidas and Google
8. Merchandise: a good is a movable thing that is constituted as an object of treatment or
sale. The concept usually applies to economic goods that are susceptible to purchase or
sale.
Example: perfumes, books, cars, computers, furniture, appliances and apartments.
9. Design: It refers to a sketch, sketch or scheme that is made, either mentally or on a
material support, before specifying the production of something.
Example: rollers, cases, suitcases, drawings, paintings.
10. Sell: Give something to someone in exchange for a certain amount of money.
Examples: sale via internet, through social tests etc.
11. Represent: It is the action and effect of representing, presenting something with
figures or words, referring, replacing someone, executing a work in public.
Example: through images, videos, models show something to people.
12. Distribute: It is the action and effect of distributing, dividing something among several
people, giving something a convenient destination, delivering a merchandise.
Examples: The bank distributes its shares to each partner, or the farmer shared his
merchandise with his entire family.
13. Reputation: Reputation is the consideration, opinion or esteem of someone or
something.
14. Awards: The concept is associated with prestige.
Examples: certificates of excellence and awards, diplomas, and others.
15. Distinctions: Difference that makes each thing different from the others.
Example: It allows its diversity, inequality, difference, dissimilarity, singularity equality,
similarity.
16. Known for Advertising: Advertising is a form of communication that tries to increase
 the consumption of a product or service, insert a new brand or product into the consumer
market, improve the image of a brand or reposition a product or brand in the mind of a
consumer.
Examples: Marketing, market offers.
17. Campaigns: It is the set of acts that are carried out with the intention of achieving a
certain objective. Campaigns can be developed from civil society or marketing
Examples: Coca Cola advertising campaigns, YouTube, Facebook, consumer products.
18. Major/ Players: protagonist allows you to name the main character of a work of fiction,
whether literary, cinematographic or otherwise.
Example: an agency, organization, group or individual that has an interest (direct or
indirect) in the planning process
19. Rated: Nominal is an adjective that allows you to name what belongs to or related to
the name.
Examples: Marital status, with the following modalities: single, married, separated,
divorced and widowed. The sex of a group of people (male - female) The colors of the
flowers (red, pink, yellow).
20. Serve: Be a person or a thing suitable for performing a function
Example: He does not serve to be a seller; This flour is not used to make the cake.
21. Small/ Medium-Sized: Small Producer: Generally, it is a family activity, between 25 to
30 hectares maximum, Medium Producer: 30 to 100 hectares, there is more technology,
Large Producer: More than 100 hectares, in general they become industrial companies.
They usually have their own crops.
Examples:
Small: Supermarket
Medium: Coca cola
22. Retailer: it is a term that is used to name the particularities or circumstances of some
specific thing.
Example: I was reading the contract details and there are some clauses that seem
confusing to me.
23. Equipment: It is a group of human beings who meet and work together to achieve a
common goal. For this, the team maintains a certain organization that allows it to achieve
its objectives
Example:
1. Generates a sense of belonging.
2. Involve each participant in the decisions.
3. Build a trust between members.
4. Set a common goal.

Listen and read the audio script1

at https://www.youtube.com/watch?v=eotKoAJxu-A

Then answer the following questions:

★ Mention three things you can mention about a company:

1. It gives great importance to the vision.

2. They adapt to change.
3. They have well defined processes

★ Give 5 examples of what OEM industry can produce

 1. A supplier that offers excellent quality support service internationally and
provides quality products at competitive prices.
2. Suppliers of OEM products specialize in their production, making the cost
lower than what it would have if the company were to manufacture it.
3. The term OEM stands for Original Equipment Manufacturer and refers to
companies such as TSMC that manufacture products for other companies.
4. Microsoft sells them to computer manufacturers, so that they can be installed
on the computers that are then sold to users.
5. OEM is widely used in the world of technology.

★ Write down one example of reputation of your model company. Use the
expression “Known for….”

The project known for me, be in line with the bank's strategy in terms of its
stakeholders and is articulated as an active listening tool. Its usefulness as a tool is
centered on the bank's shareholders since, in addition to address or respond to their
social concerns, serves to have a reference element on the development of CSR
actions and their alignment with the interests of this cluster.

2.2.Speaking: provide basic information related to your workplace

● Work in pairs and perform a role play/ dialogue using your model company as an
example.Ask and answer questions giving specific information about it. Include
location, facilities,products and departments. Use model questions to practice.
● Prepare an oral presentation of your team- Describe at least three different people
from your workplace.

2.3.Reading about behaviors at work

Before reading the text, discuss the following questions?

❖ What do you think it is the most difficult fact to deal with at work?

When the person the ego of the person, the smarty, evasion of responsibility for few
ideas,group pressure and lack of trust.

❖ Can you tell a nice or bad experience you had with a person from work?

If I had the experience in the first job I had in which a co-worker was a person offered
to everything they would send when it was not necessary.

Read the text and then complete the proposed activities.

Answer the following questions:

➔ What is the text about?

 Tries to give advice and suggestions for good behavior at work and success on the
first day, give everything one's best to be satisfied with what a person develops.

➔ Give some ideas to overview the information given in the text.

1. Arrive early. Try to be punctual, especially on the first day, and anticipate
any obstacles you may face.
2. Listen carefully to all instructions. It is vital that you pay attention to each
instruction you are given, do not try to improvise and remember that you can
make mistakes, and the first day make mistakes as many times as necessary
for you to learn.
3. Don't be afraid to ask questions. From the first moment you receive the
training, do not hesitate to ask anything, there are no wrong questions.
4. Try to anticipate everything that will come. Be prepared for all variables,
good or bad, a worker who prevents is worth.
5. Clean your workplace. Be autonomous with the cleaning of your workplace,
for comfort, and you will reflect order.
6. Just be yourself. Do not try to pretend something you are not, show your
skills, abilities and capabilities, according to your work.

Look up the underlined words from the text:

Find the definition and a synonym for each one of them. Write them down and use them to
refer to your workplace.

Mark the following statements as true (T) or false (F) according to the text.

★ Your skills and abilities are more important than your attitude at your workplace (F ).
★ Arriving early to the office gives a good impression, especially the first days of work
(T).
★ You are not allowed to ask questions at work the first day (F ).
★ It is very useful to identify what should happen at work (T ).

2.4.Writing: Draw a floor plan of your model company, indicating places, facilities, services
and make an oral presentation, include also some behavior codes for the employees. Add
more ideas to your drawing.

The company has an administrative management office, ATMs, ATMs, customer service,
human resources department, meeting room. There will be evacuation routes, emergency
exits.Employees must go up and down the stairs, always to their right. They must maintain
their workplaces.orderly, and the corridors through which they pass freely. Green areas will
be sought and care will be taken. mandatory for all employees, inside and outside the
congregation.

3. Extension activities: the extension activities will help you improve your performance in
the topics. You need to reach at least five hours of practice on your own.
- Based on your instructor’s orientation, explore the following website and practice the
English structures. Do at least 2 activities from each topic studied in class and deliver them
to your instructor: http://www.esl-lounge.com/student/grammar-guides/grammar-
beginner.php